1,985 Service Support jobs in India

• Lead and mentor a team of customer service representatives, providing guidance, training, and performance feedback.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Monitor customer service performance metrics, identify trends, and implement strategies for improvement.
• Ensure consistent delivery of high-quality support across all channels (phone, email, chat, social media).
• Train new team members on company products/services, support tools, and service standards.
• Collaborate with other departments (e.g., Sales, Product Development) to address customer feedback and product issues.
• Manage customer feedback and complaint resolution processes effectively.
• Maintain an up-to-date knowledge base of company products, services, and policies.
• Contribute to the development and implementation of customer support strategies.
• Analyze customer service data to identify areas for process optimization and training needs.
• Foster a positive and supportive team environment that promotes excellence in customer service.
• Represent the voice of the customer within the organization.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role.
• Proven experience in managing and motivating a customer support team.
• Excellent problem-solving and conflict-resolution skills.
• Strong communication, interpersonal, and active listening skills.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to handle stressful situations with professionalism and empathy.
• Knowledge of customer service best practices and performance metrics.
• Experience in developing and delivering training programs is a plus.
• Adaptability to work in a hybrid environment, balancing in-office and remote responsibilities.
• A customer-centric approach with a genuine desire to help others.
• Strong organizational and time management skills.

Company Overview

Reliance Retail, India's largest and most profitable retailer, is known for its diversified omni-channel presence, providing outstanding value and superior quality to consumers. With over 15,000 stores and a significant digital presence, we serve more than 193 million loyal customers across major consumption sectors. Our commitment is to deliver an unmatched shopping experience through our extensive store network, robust supply chain, and innovative technology infrastructure, complemented by a well-trained workforce.

Job Overview

The Customer Service Support Manager position at Reliance Retail is a full-time, mid-level role located in Patna. Candidates should possess 4 to 6 years of experience, focusing on managing and enhancing customer satisfaction. The role involves leading a team of customer service professionals and ensuring high-quality service delivery. The successful candidate will be adept in communication, team management, and proficient in utilizing technology to optimize customer service operations.

Qualifications and Skills

• Proficiency in managing customer relationships and enhancing customer satisfaction through effective service delivery and support.
• Experience in SAP to streamline and manage customer support operations efficiently and effectively.
• Proven ability to manage and train customer associates to ensure consistent service levels and professional development. (Mandatory skill)
• Proficiency with Microsoft Office Suite and Google Docs for efficient documentation and reporting processes. (Mandatory skill)
• Excellent verbal and written communication skills to articulate and resolve customer issues effectively. (Mandatory skill)
• Strong conflict resolution skills to manage and resolve customer disputes and enhance customer satisfaction.
• Ability to analyze customer feedback and implement strategies for service improvement and customer retention.
• Experience in leading and motivating a customer service team, ensuring best practices are implemented consistently.

Roles and Responsibilities

• Manage daily operations of the customer service team, ensuring efficient and timely processing of customer requests and complaints.
• Develop, implement, and maintain customer service processes and systems that enhance service delivery and operational efficiency.
• Train and mentor customer service associates, fostering a team-oriented environment that promotes professional growth.
• Collaborate with cross-functional teams to address and resolve customer issues and improve overall service levels.
• Monitor key customer service metrics and implement continuous improvement strategies to meet service excellence objectives.
• Oversee the implementation of new customer service tools and technologies to enhance operational capabilities.
• Develop effective communication strategies to inform customers about product offerings, services, and policies.
• Coordinate feedback collection and analysis to identify trends and inform ongoing service improvement efforts.

Job Description

About Us

GVR Techno labs Pvt Ltd, an Information Technology services company with expertise in design, deployment and management of hardware and software applications and technology infrastructures. We offer services to improve our clients efficiency, strengthen partnerships, increase profitability, and improve business processes with quality and value in a secure environment.

Qualification : B.Tech/BE OR Diploma in EE/EEE/MECH

Experience Required : 06 months to 1 year experience in relevant field

Roles and responsibilities:

Design/ testing/ installation & commissioning/ maintenance of Electrical /Mechanical equipment's

Documentation, co ordinating and Liaising with Client, OEM etc.

• Provide high-level customer support via phone, email, and chat channels.
• Address and resolve complex customer inquiries, complaints, and technical issues.
• Troubleshoot product and service-related problems, offering effective solutions.
• Educate customers on product features, services, and best practices.
• Escalate unresolved issues to appropriate teams and follow up to ensure resolution.
• Maintain detailed customer interaction records in the CRM system.
• Identify trends in customer inquiries and provide feedback for service improvements.
• Develop and update customer support documentation, FAQs, and knowledge base articles.
• Train and mentor junior customer service representatives.
• Contribute to team goals and foster a positive customer-centric environment.
• Ensure customer satisfaction by delivering prompt, professional, and helpful support.
• Collaborate with other departments to improve overall customer experience.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 3-5 years of experience in customer service or technical support roles.
• Proven experience handling complex customer issues and escalations.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-first attitude.
• Technical aptitude and ability to understand product functionalities.
• Previous experience in a senior or lead support role is advantageous.

• Provide high-level technical support and troubleshooting for complex customer inquiries via phone, email, and chat.
• Serve as an escalation point for challenging customer issues, working towards swift and satisfactory resolutions.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
• Analyze customer feedback and support trends to identify areas for product or service improvement.
• Train and mentor junior support staff, sharing best practices and technical expertise.
• Collaborate with product development and engineering teams to relay customer feedback and advocate for feature enhancements.
• Manage customer relationships proactively, ensuring consistent satisfaction and retention.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify opportunities to upsell or cross-sell products/services where appropriate.
• Contribute to the development and implementation of customer service policies and procedures.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 3-5 years of experience in a customer service or technical support role, with at least 1-2 years in a senior or lead capacity.
• Proven ability to troubleshoot and resolve complex technical issues across various platforms or software.
• Excellent verbal and written communication skills, with a patient and empathetic demeanor.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Experience in developing support documentation and training materials.
• Ability to work effectively under pressure and manage multiple priorities.
• A genuine passion for customer advocacy and delivering exceptional service.
• Familiarity with (mention relevant technology if applicable, e.g., SaaS products, hardware troubleshooting) is a plus.

• Lead, mentor, and manage a remote team of customer service representatives, fostering a positive and productive work environment.
• Develop and implement best practices and standard operating procedures for customer support.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores (CSAT).
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Identify trends in customer issues and collaborate with product and engineering teams to implement improvements.
• Develop training programs and materials for new and existing support staff.
• Ensure the team is equipped with the knowledge and tools to provide outstanding service.
• Manage support channels, including email, chat, and phone support systems.
• Contribute to the continuous improvement of customer support processes and tools.
• Maintain accurate customer records and interaction logs.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or customer support, with at least 2 years in a leadership or supervisory role.
• Proven ability to lead and motivate remote teams effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple priorities and work under pressure.
• Proficiency in conflict resolution and de-escalation techniques.
• Tech-savvy with the ability to quickly learn new software and systems.
• Detail-oriented with a commitment to providing high-quality customer experiences.
• Must be able to work independently and manage time effectively in a remote setting.

Title - Helpdesk Administrator

Job Description

Check Point is seeking a self-motivated, adaptable, and quick-learning Application Help Desk Administrator to provide internal front-facing support for the company employees and related IT services.

You will be responsible for coordinating and communicating with employees worldwide to ensure expedient resolutions to technical issues and requests.

Major Responsibilities

• Provide technical support to users of Microsoft Windows-based systems, including desktop computers, laptops,
• and servers.
• Install, configure, and troubleshoot Microsoft Windows operating systems, software applications,
• and hardware devices.
• Troubleshoot Active Directory and Exchange Server environments.
• Troubleshoot printer and scanner issues.
• Provide end-user training on Microsoft Windows products and services.
• Work with other IT team members to ensure the smooth operation of the company's IT infrastructure.
• Support Salesforce support
• Communicating with employees via phone, email, and text (English).
• Introducing policies, procedures, and technologies to proactively respond to trouble areas in service delivery.
• Additional responsibilities based on business requirements.

Desired Background

• 2-3 years of experience in Microsoft Windows system administration.
• Experience with Active Directory, Exchange Server, and other Microsoft products and services.
• Strong troubleshooting skills.
• Work timings - US time zone (night shift)
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Ability to learn new technologies quickly.
• Familiarity with cloud computing technologies is a plus.
• Mac OS, Linux knowledge – Advantage

Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries providing individual services that address our client's logistics challenges.

The Help Desk Specialist will be responsible for working with internal users (clients) to manage and resolve incidents relating to enterprise application systems and integration tools.

Essential Job Functions:

• Works with users of shipping automation software to diagnose issues and provide solutions
• Troubleshoots issues, develops and demonstrates solutions and provides on-the-spot training
• Escalates more complex issues to subject matter experts as needed
• Identifies common problems and documents best practices
• Provides incident management
• Provides basic user training as needed
• Ensures support SLAs are met for Level 1 to Level 3 issues
• Acts as systems expert for enterprise application systems
• Other duties as assigned.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

• Job may require extended sitting or standing, use of standard office equipment.

Other Skills/Abilities:

• Demonstrated successful client service experience with the ability to manage moderate to complex client issues with calm, comfort, and ease
• Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy client
• Ability to take ownership of moderate issues/assignments and follow through to completion
• Demonstrates aptitude to prioritize and handle multiple issues simultaneously
• Effective oral and written communication skills
• Strong analytical skills
• Strong attention to detail and accuracy
• Ability to work independently in a dynamic paced logistics/forwarding environment
• Ability to function and contribute in team environment
• Effective time management and project management skills
• Must be willing to work flexible hours
• Familiarity with shipping automation software, the transportation industry, or custom brokerage is a plus
• Knowledge of Java tools, iReport tools and SQL Scripting.

Education and Experience:

• 4 years of IT experience of which 2 years minimum should be in Application Production Support/Maintenance.

Certifications and Licenses:

• Professional certification may be required in some areas.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position.They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.